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Erreur lancement des Apps "Validation de la licence du logiciel..." en boucle

Community Beginner ,
Nov 28, 2017 Nov 28, 2017

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Bonjour à tous,

j'ai un gros problème avec ma licence Adobe Creative Cloud.

Dans la liste des Apps, il m'est demandé d'acheter les programmes pour pouvoir les utiliser, alors que je paye un abonnement mensuelle pour la creative suite. L'autre PC sur lequel j'utilise la suite ne pose aucun problème.

Quand j'essaye de lancer un programme, il y a une popup adobe qui me dit "validation de la licence du logiciel" avec une petite roue qui tourne. La popup disparaît au bout de quelques secondes, puis reapparaît avec le même texte et la même roue, redisparaît, reapparaît et ce indéfiniment.

L'application ne se lance jamais.

J'ai contacté le support adobe par le chat (qui au passage m'a demandé plusieurs fois de redémarrer mon ordinateur et d'enlever ma connexion wifi, difficile de continuer à chatter avec eux...). J'ai suivi toutes les démarches suivantes sans succès :

- rétablir le fichier hosts

- renommer le fichier OOBE

- désinstaller et réinstaller CC

- désinstaller CC, cleaner avec le Adobe Creative Cleaner Tool, redémarrer et réinstaller CC

- enlever le pare-feu windows

Rien n'y fait, c'est toujours le même problème, ce qui rend les logiciels inutilisables sur cet ordinateur, qui est mon ordinateur de travail. Je suis graphiste, et c'est urgent, tous mes projets sont mis en attentes...

Pouvez-vous m'aider ??

Merci beaucoup

(La popup infinie... : )

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correct answers 1 Correct answer

Community Expert , Nov 28, 2017 Nov 28, 2017

first, confirm that you can connect to the secure adobe servers.

for help with that and other common secure adobe.com connection problems read, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

then, if you can connect, check your account to verify your subscription is what you expect and to verify your adobe id (used in the next step), https://accounts.adobe.com/

if your account shows

a. your subscription is active,

1.  sign out and then back in to your cc desktop app

...

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Community Expert ,
Nov 28, 2017 Nov 28, 2017

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first, confirm that you can connect to the secure adobe servers.

for help with that and other common secure adobe.com connection problems read, http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

then, if you can connect, check your account to verify your subscription is what you expect and to verify your adobe id (used in the next step), https://accounts.adobe.com/

if your account shows

a. your subscription is active,

1.  sign out and then back in to your cc desktop application using the same adobe id above to verify your subscription:  http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

2.  if that fails, https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

3.  if that fails, https://helpx.adobe.com/creative-cloud/kb/cc-reverts-to-trial.html

4.  if that fails, using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

if your account shows

b. you have no subscription and you're paying for one

1. using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

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Community Beginner ,
Nov 29, 2017 Nov 29, 2017

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Hello Kglad,

Thanks for your answer,

I tried everything you told me, step by step and nothing worked.

My licence is not expired, and it is activated on only 2 computers including the one where I have the issue.

Capture d

Any other suggestions? I started to be a bit angry against Adobe, It's expensive for apps I can't use. Also, Chat isn't very effective, since they ask me to stop my wifi...so when I come back on the chat, I have to wait 15mn for the same procedure.

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Community Expert ,
Nov 29, 2017 Nov 29, 2017

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did you  sign out and then back in to your cc desktop application using the same adobe id used to verify your subscription:  http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

if yes and the problem persists, using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

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Community Beginner ,
Nov 30, 2017 Nov 30, 2017

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Thanks Kglad,

I verify the id and it was ok.

So I called the adobe support and they solved my issue !

For anyone who have the same issue, here's the solution they gave me.

Quit everything related to adobe in the task manager (creative cloud, adobe library, etc...)

Go to (i'm on pc):

C > Program Files (x86) > Common Files > Adobe > Rename SLCache to SLCache1

C > ProgramData > Adobe > Rename SLStore to SLStore1

C > Users > name > AppData > Local > Adobe > Rename OOBE to OOBE1

Launch an app, enter your ID, it worked for me

++

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Community Expert ,
Nov 30, 2017 Nov 30, 2017

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you're welcome (and thank you for the follow-up and solution).

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New Here ,
May 23, 2018 May 23, 2018

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Oh man I love you! It's been a week I had problems with the licence trying stuff I saw here and there on internet that didn't work but your solution worked perfectly! Thanks!

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New Here ,
Oct 01, 2018 Oct 01, 2018

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LATEST

That's worked for me ! Thanks

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New Here ,
Jun 12, 2018 Jun 12, 2018

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Bonjour à tous, je me retrouve aujourd'hui dans la même situation mais mon ordinateur ne me laisse pas renommer les fichiers en disant qu'il sont en cours d'utilisations alors que j'ai tout fermé à partir du gestionnaire de tache.

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Community Expert ,
Jun 12, 2018 Jun 12, 2018

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you missed something.

disable cc from starting at login and restart your computer.  then try renaming.

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New Here ,
Jul 16, 2018 Jul 16, 2018

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Bonjour,

     J'ai le même problème que toi Mickael... Impossible de renommer le fichiers, MÊME après avoir désactivé CC et redémarré l'ordinateur 😞

     Help me please... What can i do ?

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New Here ,
Jul 20, 2018 Jul 20, 2018

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Re,

     Pour désactiver les applications,

          Je suis passé par le gestionnaire de tâches CTRL + ALT + SUPPR...

          J'ai ensuite désactivé toutes les applications Adobe et j'ai enfin pu modifier le nom du fichier OOBE en OOBE1 mais...

          ... ça n'a rien changé 😞

          Je vais prendre contact avec le support en ligne et je vous tiens au courant 😉

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